Field Service Coordinator

Description

Job Summary: Coordinate Field Service operations, ensuring technical service excellence, SLA compliance, and continuous process improvement. Key Highlights: 1. Leadership of external technical teams and management of Field Service operations. 2. Focus on service excellence and customer satisfaction. 3. Planning, assignment, and monitoring of on-site technical services. **Description** 100% on-site – Location: São Paulo/SP Work Schedule: 5×2, 8 hours per day Available Shifts: 8:00 AM to 5:00 PM We are seeking a Field Service Coordinator to lead on-site technical support operations, ensuring service excellence, SLA compliance, and continuous process improvement. The professional will be responsible for managing external technical teams, monitoring KPIs, utilizing Field Service tools, and serving as the liaison between internal and external customers—ensuring quality, productivity, and customer satisfaction. **Responsibilities and Duties** Responsibilities Coordinate and supervise the Field Service technician team. Plan and assign on-site technical services, ensuring adherence to deadlines and SLAs. Monitor performance metrics (SLA, TMA, FCR, productivity, and quality). Ensure proper execution of installations, preventive and corrective maintenance. Act as the focal point between customers, technical teams, and internal departments. Manage work schedules, call routing, and call prioritization. Ensure compliance with safety, quality, and internal procedural standards. Support technical training and team development. Prepare operational reports and propose continuous process improvements. **Requirements and Qualifications** Requirements Technical or higher education degree in IT, Electronics, Telecommunications, or related fields. Previous experience coordinating Field Service or on-site technical support. Knowledge of incident management, SLAs, and Service Desk/Field Service tools. Experience in customer service and management of external teams. Knowledge of operating systems, networks, hardware, and/or IT equipment. Availability for on-site work and occasional travel. Strong communication skills, organizational ability, and decision-making capability.